Returns & Refunds
We want you to be happy with your order from JustKnit. If you change your mind or there is a problem with an item, this page explains how to request a return, when a refund is available and what to do if your order arrives damaged or incorrect.
JustKnit offers a 30-day returns period for eligible items purchased from our online shop.
For answers about ordering, delivery, payments and yarn, you can also visit our Frequently Asked Questions.
30-Day Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return, items should normally be:
- unused;
- in their original condition;
- in their original packaging where applicable; and
- suitable for resale.
Please take reasonable care of the products while they are in your possession.
Your statutory rights are not affected by this returns policy.
How to Request a Return
Before sending anything back, please contact JustKnit and provide:
- your name;
- your order number;
- the item you would like to return; and
- a brief reason for the return.
We will confirm the return details and provide the information you need to send the item back.
Please do not return products directly to the manufacturer.
Returning Your Order
Unless the item is faulty, damaged or incorrect, you are normally responsible for the cost of returning the goods to us.
We recommend using a tracked delivery service and keeping your proof of postage until your refund has been completed.
If you are waiting for an order that has already been dispatched, you can check its progress on our Track My Package page.
Refunds
Once we receive your returned goods, we will inspect them and confirm whether the return has been accepted.
Approved refunds will be made to the original payment method used for the order.
We aim to process approved refunds promptly after the returned goods have been received and checked. Your bank or payment provider may require additional time before the refund appears in your account.
If you have received confirmation that a refund has been issued but cannot see it in your account, please allow time for your payment provider to process the transaction before contacting us.
Original Delivery Charges
Where applicable under UK consumer law, the standard delivery charge paid with your original order will also be refunded when you cancel the whole order.
If you selected a more expensive delivery service than our standard delivery option, any additional delivery cost may not be refundable.
The cost of returning unwanted goods to JustKnit is normally your responsibility unless we have agreed otherwise.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or you receive an incorrect item, please contact us as soon as possible.
Use our Contact page and include:
- your order number;
- the product name;
- a description of the problem; and
- photographs where they may help us understand the issue.
Please do not send a damaged or incorrect item back before contacting us.
Where goods are faulty, damaged or supplied incorrectly, your rights under UK consumer law apply in addition to our standard returns policy.
Yarn, Colour and Dye Lots
Yarn is manufactured in dye lots, and small colour differences can occur between production batches.
If a particular dye lot is important for your project, we recommend checking availability with us before placing your order.
You can find more information about yarn, colours and dye lots in our Frequently Asked Questions.
Please note that differences caused by screen settings, lighting or normal variation between dye lots are not necessarily product faults.
Items That Cannot Normally Be Returned
Certain products may be excluded from change-of-mind returns where an exemption applies, for example goods that have been:
- made or altered specifically for you;
- cut to a requested length;
- personalised; or
- used or handled beyond what would reasonably be necessary to inspect them.
If an exclusion applies to a particular product, this should be made clear before purchase where appropriate.
This does not limit your statutory rights where goods are faulty, damaged or not as described.
Sale and Discounted Items
Purchasing an item in a sale or using a discount does not, by itself, remove your consumer rights.
Eligible sale items may be returned in accordance with this policy unless a specific legal exception applies.
Exchanges
If you would like a different colour or product, please contact us before returning the original item.
In many cases, the simplest option will be to return the unwanted item for a refund and place a new order for the required product.
Availability of colours and dye lots can change, so we cannot guarantee that a replacement will still be in stock.
You can browse our current range in the JustKnit Shop.
Gifts
If an item was purchased as a gift, any refund will normally be made to the original payment method used by the person who placed the order.
If you need help with a gift return, please contact us before sending the item back.
Returning More Valuable Orders
For higher-value returns, we strongly recommend using a tracked or insured delivery service appropriate to the value of the goods.
Please keep your postage receipt and tracking information until the return has been received and your refund completed.
Need Help With a Return?
If you have any questions about returning yarn, a damaged item, a refund or an existing order, please contact JustKnit.
Please include your order number whenever possible so we can help you more quickly.
JustKnit — UK stock, secure online ordering and 30-day returns.